Frequently Asked Questions

Aqua Coach is your credit building tool, found in the More menu of your Aqua app. Aqua Coach provides you with access to your credit score information (powered by TransUnion), as well as credit management tools to help you be better with credit.

TransUnion International UK Limited (trading as TransUnion) is a part of TransUnion’s global organisation and is one of the three main Credit Reference Agencies in the UK. To find out more information about TransUnion please go to https://www.transunion.co.uk/about-us/about-us.

Yes, Aqua Coach is free for Aqua customers.

Your credit score gives you a good indication of where you stand and how well you have managed your credit relationships in the past in terms of how likely you will be accepted for the best credit deals and interest rates.

You are able to refresh your credit score from the 15th of each calendar month.

No, accessing your credit score via Aqua Coach does not impact your credit score. To refresh your credit score Aqua will perform a ‘soft search’, which may be visible to you in your credit report, however it is not visible to lenders and does not impact your credit score.

If you are trying to register, you may be unable to access your credit score due to one of the following reasons:

1. If you have recently changed your name or address it may be that there is no credit data currently held under the name or address we are attempting to retrieve your score for. If you are directed to check your personal details, please check your full name, address and date of birth are correct and up to date with Aqua. It is also worth updating your personal details with other lenders too.
2. TransUnion may not be able to find enough credit history on you to provide a credit score this time. This could be because you do not have a lot of history with credit products; perhaps you are new to credit or you haven’t had any credit products in your name for some time. Having a limited amount of credit and keeping your accounts up to date can help you build up a credit profile. However, you shouldn’t simply apply for credit you don’t need, or take out any credit if you will not be able to repay it.

If you are already registered and can’t access your refreshed credit score, there may be a temporary problem with the app. We will do our best to get the service up and running again as soon as we can, and apologise for the inconvenience. Please note, lenders share updates with Credit Reference Agencies every 4-6 weeks, and so if you have only recently opened credit accounts or updated your name or address, it may take up to 4-6 weeks for this service to be available to you.

To access your credit score Aqua needs to send TransUnion your name, address and date of birth to match you to your credit file. Once you are registered and are due a credit score refresh, Aqua will perform a ‘soft search’ on your behalf, which may be visible to you in your credit report, however it is not visible to lenders and does not impact your credit score. Accepting the terms and conditions to access your credit score provides your consent to allow us to provide the Aqua Coach service to you.

To remove the TransUnion features from Aqua Coach, go to the Aqua Coach area in your Aqua app via the More tab. Then click on the Settings icon at the top right of your screen, and click the TransUnion toggle.